April 2010 - otrs - OTRS mailing lists

Re: [otrs] LDAP - First Bind failed LdapErr
by Christopher Monzon 08 Apr '10

08 Apr '10

Hello everyone, after entering Guillaume told me that I have a new problem: Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 Panic! No UserData for user: 'bonse00'!!! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 User: bonse00 (CN=SÃ©bastien Bonami,OU=Users,OU=M4,DC=M4,DC=INC) authentication ok (REMOTE_ADDR: IP). now if I completely lost Thanks for your answers [cid:image001.jpg@01CAC774.6690F470]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

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forced logoff and error webpage
by Alessandro d'Ambrosio 08 Apr '10

08 Apr '10

Hi, I have a question about my OTRS ver. 2.3.4 installed on a Windows machine. When Agents login after an unspecified period of time they disconnect unexpectedly or a message as "Internet Explorer cannot display the webpage" appears. So I have to refresh the webpage e login twice. In the Sysconfig of admin console I' ve checked SessionMaxTime and SessionIdleTime but are rights (default values). Please help me. Thanks Alessandro

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Compose Answer To: field not autofilled
by Joseph Merrick 07 Apr '10

07 Apr '10

Hi there, I'm currently setting up and testing OTRS for my development group to handle incoming support requests and tickets. We need to be able to handle unsolicited email to suppor(a)example.com. I've got it set up so far that any mail that goes to that address (currently a Gmail address) is successfully grabbed by OTRS (via POP3S) every 10 minutes. But I'm having a problem handling the replies: When I click an email template to compose an answer, the From: field is filled out appropriately as the email address associated with the queue, but the To: field, which should be autofilled with the email originator's email address is empty; and the first line of the email body reads "Dear -,", instead of "Dear John,". Basically, it seems like OTRS is having problems culling that info from the original email, even though it's viewable in the From: field in the ticket zoom. I can't help but feel like I'm missing something small, but I've been over the sysconfig options for postmaster.pl, and can't find anything. Any thoughts? Cheers, J

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Re: [otrs] Syncing Customers with AD through LDAP
by Ryan Miguel 07 Apr '10

07 Apr '10

So, it turned out to be a small authentication/config issue. The syntax was correct but our AD user was not configured correctly. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, April 07, 2010 11:08 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 19, Issue 23 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Notification Event - Body comes in as attachment. (Wan-Mohamad-Yusoff, Wan-Mohamad-Azren) 2. Syncing Customers with AD through LDAP (Ryan Miguel) 3. Customer Access / Permissions to the AgentCalendar (Michael Lien) ---------------------------------------------------------------------- Message: 1 Date: Wed, 7 Apr 2010 17:38:12 +0000 From: "Wan-Mohamad-Yusoff, Wan-Mohamad-Azren" <azren(a)hp.com> Subject: [otrs] Notification Event - Body comes in as attachment. To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <350548FC523FFB4AAC9B666E2B9D96E05B585C6D78(a)GVW1161EXB.americas.hpqcorp. net> Content-Type: text/plain; charset="us-ascii" Hi, I have created a new notification so that whenever an agent create a new article type note-external, customer will receive a notification in an email with the details. It works ok except that anything that I put in the notification body comes in as an attachment. Only the article notes will be in the email body. Did I miss something or is this by design? How to go about so that everything will be in the email body without any attachment. Thank you. Best regards, Azren

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Escalation
by Marretta, Rosanna 07 Apr '10

07 Apr '10

Hi all, Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were: Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view? Thank you for your help. Rosanna

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Syncing Customers with AD through LDAP
by Ryan Miguel 07 Apr '10

07 Apr '10

I am trying to get OTRS to pull the customers from our AD through LDAP but can't seem to get it working. I have dug through old posts and found various suggestions (such as the #UserSyncLDAPMap section at the bottom of my config) but none have seemed to work. My current config is: #----config from C:\ProgramFiles\OTRS\Kernel\config.pm---- #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'DC.Domain.ORG'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=domain,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'Otrsuser'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'DC.Domain.ORG', BaseDN => 'OU=staff,DC=domain,DC=org', SSCOPE => 'sub', UserDN =>'domain\Otrsuser', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; Thanks for your help, Ryan ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Customer Access / Permissions to the AgentCalendar
by Michael Lien 07 Apr '10

07 Apr '10

So... after scrounging the archived list, etc throughout the net, I still can't seem to get this answered. Internally, we are only using the AgentCalendar for change requests (hardware, network, etc)... these are changes that will directly affect our customers. What I'd like to be able to do, is use the AgentCalendar in the Customer Inferface (Frontend). This way, customers can login and see if any change request are upcoming and plan accordingly. I was able to add the "Calendar" Icon to the Customer NavBar (Using Admin::Sysconfig::Ticket > Frontend::Customer::ModuleRegistration). However, attempting to access this (as the "action" / link leads to http://domain/otrs/customer.pl?Action=AgentCalendar) throws an error: Error: Module Kernel::Modules::AgentCalendar not registered in Kernel/Config.pm! This is "expected" as I know the module isn't registered for Customer use... but how would I go about doing such a thing? I still haven't been able to find a "clear" way of registering this module for use for customers... seems like it would be fairly easy. What other permission issues will I run into? Michael Lien NOC Technician SecureData365 (888) 913-3282 mlien(a)securedata365.com<mailto:mlien@securedata365.com> [cid:image001.gif@01CAD65A.E73FF6D0] <http://www.securedata365.com/>

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Notification Event - Body comes in as attachment.
by Wan-Mohamad-Yusoff, Wan-Mohamad-Azren 07 Apr '10

07 Apr '10

Hi, I have created a new notification so that whenever an agent create a new article type note-external, customer will receive a notification in an email with the details. It works ok except that anything that I put in the notification body comes in as an attachment. Only the article notes will be in the email body. Did I miss something or is this by design? How to go about so that everything will be in the email body without any attachment. Thank you. Best regards, Azren

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otrs 2.4.3-2.4.7 - Toolbar set "FullSpell" doesn't exist
by Mikola Rose 07 Apr '10

07 Apr '10

Hi there; I am testing an upgrade to 2.4.7 but I have run into this problem on new Phone Ticket's. Are there any hints out there that would explain why I am getting this? Mik Rose | Director, IT - Support Services | PowerSoft Development Corp 1 (250) 642-0295 x23 http://www.power-soft.com <http://www.power-soft.com/> Live Support <https://secure.logmeinrescue.com/Customer/Download.aspx?EntryID=1509583 1> This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately.

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Re: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error
by Arnault Tovar 07 Apr '10

07 Apr '10

I executed the sync-ldap2db.pl succesfully. My customer_user table is plenty of data. In this script I made the UidLDAP as sAMAccountName (see below) which I thought is the value of the REMOTE_USER environnement variable. But I don't know how to verify this. my $UidLDAP = 'sAMAccountName'; my $UidDB = 'login'; And when I logon the customer interface I have the same Panic! No UserData!!! Error message. I think it's the link between the REMOTE_USER variable and the login field or another field of the customer_user table that doesn't match but I don't know how to verify the data in the remote_user variable and his matches. Perhaps there is the domain name in the remote_user variable. Any ideas, Arnault

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